Service Quality

We are transparent and inclusive in the planning and delivery of our services. We listen to our stakeholders and encourage them to review information, decisions and processes, welcoming their feedback.
Our organisation makes written information available on the services we provide and how Services Users can obtain them. All our charging systems are clear. We know how to access interpreting and translation services for Services Users who do not have English as their first language, as well as Braille, audio tape and signing services for SU’s with sensory impairment. Our organisation is sensitive to Services Users needs and willing to facilitate access to these services.

We accept full responsibility for our actions, decisions and behaviors and we expect others to do the same.
Our organisation is run by people who are qualified to do so, employs competent Care Workers, complies with legal requirements, double checks legitimacy of works with Home Office and operates safe working practices.

- We take pride in delivering high quality services efficiently and cost effectively. We work hard to correct shortcomings and invest continually in staff and member development.
- Our organisation ensures that Services Users and Care Workers receive the service in a consistent manner, including assignment of the same Care Worker for an individual SU whenever possible.

- We welcome differing views and recognize everyone’s right to their own opinions. We value and acknowledge all contributions to our success.
- Our organisation ensures that SU’s and Care Workers are treated with respect, and has a code on how Care Workers conduct themselves in the SU’s home. Staffs are of and respect the SU’s cultural and religious needs and understand the influence this may have on their behaviour.

- Our organisation is financially stable. We ensure that our staffs have a basic knowledge of the requirements of their job and we will provide training where necessary. Systems in place to determine whether Services Users are satisfied with the services they receive.

- We celebrate and recognize cultural diversity in the way we deliver our services, respecting individuals and ensuring equality of access and opportunity.
- Our organisation ensures that it and its worker do not discriminate against people because of their race, ethnicity, religion, gender identity, disability, age or sexual identity.
- Our policies incorporate respect for staff and Services Users irrespective of their beliefs and practices in relation to their race, ethnicity, religion, gender identity, disability, age or sexual identity.

- We adapt to meet our customers’ and other stakeholders’ changing needs, and constantly seek to improve by learning from experience and looking for new ideas.
- Our organisation delivers what it agrees to provide, gives the Service User and Care Worker information about the individual services to be provided, and has policies to keep Service Users and Care Workers informed of any changes in services.

- Our organisation responds to individual needs, gives some choice to Services Users and Care Worker about when and how the service is provided, and the service responds appropriately to the needs of ethnicity, gender identity, disability, class, sexual identity and religion.
- Our organization has a procedure to enable comments, suggestions and complaints to be made and acted upon. Our organisation ensures that it has adequate insurance cover to protect staff and Service Users.

- Our organisation ensures that Care Workers employed respects the Service Users and their property, and who keep information about them confidential at all times. Our organisation takes care to recruit honest and trustworthy staff.
- Our organisations premises are secure, personal information is kept in locked cabinets, and there is a secure coded method of storing Service Users keys.

- Our organisation ensures that Care Workers providing a service are properly briefed as to the person’s needs, including medical needs where necessary, and respect the Service User’s wishes, independence, ethnicity, gender identity, class, sexual identity and religion.
- Our organisation respects SU’s needs for independence and always works with them in an enabling manner.

- A 5-6 weekly review is undertaking following the implementation of a Care Plan. When the Care Plan is sufficiently stable, the SU’s case will be placed in the review system and reviewed at least annually. If there is a significant change in circumstance whilst awaiting the review, a reassessment of need is arranged.

A detailed plan that is developed between the Service User and our organisation, which identifies the way in which care is to be provided and the tasks and activities to be undertaken. The Service User Plan arises from the assessment, the Care Plan and the risk assessment and manual handling risk assessment.